“We want to provide customers with an ownership experience that raises the bar,” Frederic Lemos, head of Airbus Helicopters’ private and business aviation division – and, from yesterday, the boss of ACH – told ShowNews. “We want to provide them with the highest level of proposals from end to end: from getting in contact with us, negotiating a helicopter, getting delivery, being supported, even in the re-sale of the aircraft after the time of ownership.”
As the number of billionaires around the world increases, Lemos says, the demand for high-specification, bespoke configuration private helicopters is increasing. But as the market grows, so do the demands of the customers.
“These customers are used to having five-star service in all they do in life,” he says. “We wanted a specific environment for this specific clientele.”
The ACH concept pulls together various teams and capabilities that already existed within Airbus Helicopters but organizes them in a way that is intended to optimize their relevance to the private helicopter owner.
“We have built up a multifunctional team called the ‘Dreamcatchers,’” Lemos said. “The word is self-explanatory. This team is composed of engineering, design and programs: they don’t engage with customers - they build the specification and the perceived quality. The design and perceived-quality team are working to create a quality gap between us and the competition.”
The ACH brand also includes a development of the established HCare support package, called HCare First. The combination of design, marketing and after-sales focus on the sector will, Lemos believes, result in happier customers – and increased sales.
(Angus Batey - Aviation Week / EBACE Show News)
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